¡AY ARAMA! - airs.org · © 2015 LanguageLine Solutions • © 2012 Language Line Services • 2 Agenda Culture & Language Quiz

© 2015 LanguageLine Solutions • www.LanguageLine.com 1

“¡AY CARAMBA!” Understanding Language and Cultural Barriers on I&R Calls

Manny Solis AIRS 37th I&R Training and Education Conference

May 30, 2015

© 2015 LanguageLine Solutions • www.LanguageLine.com 2 © 2012 Language Line Services • www.languageline.com

Agenda

Culture & Language Quiz

LanguageLine Solutions Experience

Interpreter Survey

Top Five Interpreter Insights

Working Tips for Call Agents

Q&A


Culture and Language Quiz

What is the #1 sport in the U.S. by fan base?

What is the #1 sport in the world by fan base?

How many languages are spoken in the world today?

What are the Top 10 languages in the world?


Top 10 Languages in the World

Rank Language Speakers (millions)

1 Chinese 1,197

2 Spanish 399

3 English 335

4 Hindi 260

5 Arabic 242

6 Portuguese 203

7 Bengali 189

8 Russian 166

9 Japanese 122

10 Lahnda 89 Source: Ethnologue, https://www.ethnologue.com/statistics/size


LanguageLine Solutions Experience

10 of the top 10

Medical Facilities

7 of the top 10

Commercial Banks 9 of the top 10

Insurance Companies

1000s of

Government Agencies

Proudly Serving:

Experience • Languages • Interpreters

We Handle Millions of Social Services and Emergency Calls Each Year


Interpreter Insights

911 Interpreter Survey

Collective experience >3 million emergency calls/year

Interpreters’ unique perspective with stressed callers

246 interpreters participated, representing 46 languages

Identified most common language and cultural barriers

Suggested approaches to improve communication


Insight #1: Problems with Addresses

Issues identified:

Differences in alphabets

Ignorance of address/location

Literacy level of LEP caller

Concept of “address” to LEPs

Interpreters not familiar with street names in your jurisdiction


Insight #1: Problems with Address

Interpreter suggestions:

1. If the call taker has address information, ask the interpreter to confirm it with the LEP caller.

2. Team up with interpreter to clarify data and work through available information.

3. Have LEP caller spell, rather than say.

4. Suggest finding a piece of mail.

5. Use landmarks, descriptions to assist.

6. Patience.

Jenny

Cantonese

Interpreter #9433


Insight #2: Getting to the Point

Issues identified:

Major cultural differences from English:

• English is a very direct language

• English speakers may be very direct

• Other languages and cultures may take a different approach, even during emergencies


Insight #2: Getting to the Point


1. Ask the LEP caller to respond “briefly” in 1 or 2 sentences.

2. Tell the LEP caller: "Please, I know you are upset, but please try to be specific and brief with your answer.”

3. Explain that the speed of response depends upon short, direct answers.

4. Ask “Yes” or “No” questions.

5. Patience. Indirect communication is a major cultural issue.

Lena

Russian

Interpreter #7812


Insight #3: Fear of Authorities

Issues identified:

Experience from native country:

– Government oppression

– Corruption

– Intimidation

Immediate concerns of immigration status and deportation fears, fanned by media and LEP community

Fears slow down collection of critical information


Insight #3: Fear of Authorities


1. Explain to LEP callers beforehand the reason you need the background information.

2. Maintain friendly, helpful tone with LEP callers.

3. Be respectful of the LEP caller.

Carlos

Spanish

Interpreter #12924


Insight #4: Language and Dialect

Issues identified:

Regional dialects of major languages

• Spanish

• Arabic

LEP callers using “second languages”

• Russian (former USSR)

• French (former colonies)

• Burmese (2nd language for 135 native languages)

Accents, regional variations, LEP caller’s language proficiency complicate interpretation


Insight #4: Language and Dialect


1. Trust interpreters skills

2. Maintain patience

3. Use simple language

4. Allow interpreter to clarify

Amirtha

Tamil

Interpreter #10622


Insight #5: Relations and Relationships

Issues identified:

“Children”

“Brothers” and “Sisters”

Surnames

Family Ties

Traditional roles of men and women


Insight #5: Families and Relationships


1. Recognize cultural dynamics at work.

2. Ask for clarification, when needed.

3. Patience.

Florence

Haitian Creole

Interpreter #4588


Working Tips For Call Agents

Provide instructions to the interpreter.


Speak to the LEP caller directly.



Allow interpreters to do their job.



Interpreters need to clarify.

Avoid interrupting unless necessary.



Exercise patience.



Questions?

Manuel Solis Strategic Account Executive

408-983-1321 [email protected] www.languageline.com

Documents

¡AY ARAMA! - airs.org · © 2015 LanguageLine Solutions • © 2012 Language Line Services • 2 Agenda Culture & Language Quiz